How Contact Centres Can Leverage Gamificaton

Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the…


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4 Ways to Reduce Agent Turnover in Your Contact Centre

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a…


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Transitioning Back to the Contact Centre

With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment…


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The Impact of Increased Handle Times

n our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of,…


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Effective Strategies for Managing a Contact Centre

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and…


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Making Your Contact Centre Work Better

Contact centre changes are never an easy venture, but it's crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved.


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3 Ways to Drive Agent Engagement in a Contact Centre

If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter...


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Play Your Way to a Higher Performing Contact Centre

The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s…


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Call Design - Increasing Agent Satisfaction with Better WFM Tools

Increasing Agent Satisfaction with Better WFM Tools

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage, with flexible work schedule not far behind.


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